Dialed

The only Salesforce-native workforce management solution, enabling AI-powered call center forecasting and capacity planning. With Dialed's easy setup and configuration, you can be up and running today without any external system integration or IT help. Simple Setup Be up and running in a matter of hours, not months. Dialed takes the hard part out of a WFM project by removing the need for IT support or integrations with back-office databases. Customization Friendly An intuitive UI lets you group cases, calls, chats, and messages into workloads, which can be measured and staffed independently. Define workloads by selecting any logical combination of standard and custom fields or Omni queue. AI-Powered Forecasting Forecasts are powered by Nixtla TimeGPT, trained on the largest collection of data in history, eliminating the need for machine learning engineers or data analysts. Build as many forecasts as you want in seconds. Accurate Capacity Planning Enable Dialed's Work Focus feature to accurately track the amount of time agents work on a case throughout its entire lifecycle, and leverage that data to precisely staff your contact center. Dynamic Scheduling Generate schedules with configurable templates which set work hours, breaks & priority. A drag & drop UI enables on the fly updates. Bidirectional calendar sync via Einstein Activity Capture (included in Performance & Unlimited edition) Scalable Big Objects efficiently store huge amounts of data within Salesforce at a low cost. If you archive & delete your SFDC data, it remains available to Dialed's forecasting. You can also import already archived legacy data. Omni-Channel Compatible Dialed supports any channel routed through Service Cloud: email, chat, phone, messaging, and any case-based work. Agentforce Ready Automatically identify and isolate virtual AI agent work from human effort. This enables the ability to assess the efficiency of your agentic workforce with built in key performance indicators.